Carrington Mortgage Services LLC

I have just now renewed my note and so far I am very pleased with the two people whom worked with me

I have been dealing with CMS's loss draft department, it has been over months that their inspector confirmed that over 90% if the work was done, however they haven't released the insurance money to pay my contractorI had to get a loan to pay my contractor, and the loan is accumulating interestI've contacted CMS loss draft Dept various times, and they always request something different in each call instead of leaving sufficient INFO on their system to give me a complete response I've NEVER received a call from them requesting additional INFOI asked to speak with a supervisor, I received a promise to call back within 24-hours, never received a call back

Carrington Mortgage LLC had purchased the loan from *** ** *** a few years ago and they never told us that it was sold and then purchased by them Since then they have been adding fees to pay by phone and also by automated system However it was free to pay by the websiteNow they will be adding a dollar charge to that as well First I didn't agree to their terms of payment in the first place I did so with *** ** *** Second they are always for the most part rude and not very personable to talk with as wellThird the only form of payment that will not charge is with an automatic payment method which I do not agree to their terms or I can have my bank pay them through their bill payment methodI never agreed to this and feel that they are taking advantage of their customers who didn't come to them to get a loan in the first place

Back in September of my mortgage was sold or transferred from *** *** to Carrington Mortgage Services There was a lot of paperwork and I was unclear to what it all meant as I had not experienced this before On September 23rd at 7:40am I called their customer support line to ask about this and had a minutes and second phone call with a representative She was helpful for most of my questions but one question about my payment due date has caused great harm to my credit and financial stability The representative confirmed that my first payment was due within the first days I confirmed that I did not have to make a payment until those days and they said yes So I took that as a sign that I can put a little of that money towards a medical bill we had About days later I got a call that my payment was late and was not delinquent I asked how and why as I called in and was told I did not have to make a payment until days The person on the phone explaine

In 02/we completed a refinance, we postponed making our 02/payment per the instructions of our loan officer due to the 02/payment was included in the payoff amountThe 02/payment was posted with the payoff funds effective 2/29/which was prior to days lateThis is a FCRA violation and has caused great hardship on my familyI lost my job of years due to I was unable to re-locate in April due my company re-organization, so I was forced into a severance due to the negative day late reporting on my credit report because I was unable to obtain approval on a new mortgage or rentalThis also reduced my fico score by pointsIt has been a ripple effective ever since the invalid negative day late on mine and my husbands credit reportSome of our creditors have shut down our available credit which also negatively impacted our ficoI called several times and requested supervisors and was declined, hung up on, and received horrible customer servic

Our mortgage recently transferred to them from another facilityI was okay with this; didn't see it as a huge issueThey even called and talked to us about refinancing - same number of months, lower payment and 1.75% less, so dealThings were fine until I tried scheduling my payment ahead of time - I put it in for the 13th, knowing my check is direct deposited on the 12thFor no discernible reason, Carrington decided to take not one but two months' mortgage outWhen I called, I was confronted with an associate (I REFUSE to call him a customer service associate, as he treated me like an imposition and sure as hell didn't provide any service) whose response was: "What do you want? So you're a month ahead nowSorry - nothing I can do"Horrible, horrible customer service

Not sure how they are rated A+I had shorted a payment on one of my loans (I pay a month ahead and the notice came after payment was made) They cashed the payment but didn't post it, then sent a letter stating late fee was due and a penalty Then didn't pay my house insurance, when I called they said "that is because we canceled your escrow, we never should have been paying it" I have a VA loan which you cannot remove the escrow without re-fi I called and the guy said yes I see it, we will get it paid Called days later to follow up since my house insurance already sent a letter of cancellation That is when they said the escrow was cancelled Can't get an answer from anyone, not even a supervisor Each department blames it on another department but my insurance still isn't paid!

I dealt with Carrington in an attempt to refinance my home and remove the PMII was told that DESPITE a short sale on another property in 2015, this would be possible and no problemThe ONLY PERSON at Carrington who did not lie to me was *** ***, my loan officer when he said it may not be possible due to the ***e between the short sale and my application for a refiI was asked by a loan processor to get an appraisal at a personal cost of $500, which I didI was then told AFTER the appraisal that I must supply personal medical information from for my wife, who wouldOT be on the loanI informed Carrington that I felt that this was an attempt to get me to give up on the loan as at the point of his request, nearly a half a year had passed!!! I was then told that my loan could not be completedI did some mortgage research and discovered that a mortgage or refi after a short sale is IMPOSSIBLE within three years of the short saleA mortgage company should know his and inform a cu

Our loan has been ongoing for the past month and a half We are supposed to close on May 31, Our loan officer needed documentation from us (specifically transcripts from the IRS) I was the one who pulled it up and provided to the lender It makes me feel like no one cares to follow up I have tried to email the loan officer (on vacation), his processor and his manager..even his area manager from corporate His managers have not responded once and his processor responds very slow We have to close on the 31st and no one cares I am so disappointed in this company Not only did we have faith in this company, my husband and I currently have our mortgage with them for the home we are selling Now that they have everything they need to expedite our loan they still don't have an answer as to when we will close I don't think I'll be doing business with this company ever again nor any of my family or friends I always refer but this company, I have lost all confidence

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

I mailed a mortgage payment to Carrington on 2/12/ A late charge would have been assessed after 2/16/ Carrington claimed they did not receive the payment until 2/and assessed a late charge I complained to Carrington and after a "review" they stood by their claim After the late payment appeared on my credit report I again complained This time Carrington claimed they did not receive the payment until 2/ Since they seem to keep changing their date of receipt, I do not believe they received the payment after 2/ They may have posted it whenever, but receipt, I believe, was on 2/since the payment was mailed in plenty of time to reach them by 2/

This is a predatory lenderThe buy mortgages from other lenders and then through poor communication and mishandling of payments, promptly begin the foreclosure processThey are currently threatening my year old parents with eviction// foreclosure after buying their mortgage from US Bank and then not communicating to them about where payments would be sentDO NOT USE THIS COMPANY FOR ANY LOAN OR MORTGAGE OPTIONS

I began with Carrington trying to purchase a specific house on Oct Since that date I and my wife had been continuously told things to do such as paperwork and things we were obligated to do by the associates we were speaking withOnly to hear later the information was either incorrectFirst began with my gift lender whom was my cousin which I was told by Carrington could gift me the moneyThen that was not possible I needed another gifterI got another gifter such as they said was OKI didThen their specific inspector on the house they choose kept dragging out simple inspections to continue to charge us for those inspections along with the seller also paying the last inspectionThat was all clear fast forward to the current time I've dealt with very unprofessional neglecence on a companies partHaving every thing they asked only to be told his earlier today the information they as a manager and underwriter requested was not suitable and loan was debitedClosing was suppos

April 15,
*** ***
*** *** *** ***
*** ** ***
RE: Loan No.: ***
Borrower: *** ***
Property Address: *** *** *** ***, *** ** ***
Complaint ID No.: ***
Dear Ms***:
The Customer Advocate Department of
Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on April 4, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in the inquiry
As you are aware, our Customer Advocate Department originally received an inquiry from you via the Consumer Financial Protection Bureau (“CFPB”) on March 11, which raises the same issues as this complaintAccordingly, the loan was researched and the attached response was sent to you by CMS via the CFPB Portal on April 15,
After a thorough review of your most recent correspondence, CMS is unable to identify any new issues that have not been previously addressed in detail by CMS as your most recent correspondence appears to be substantially similar, or even identical to correspondence previously addressed by CMS; accordingly, no further response from CMS is requiredMoreover, because we have now addressed these issues on multiple occasions, CMS will not respond to future correspondence raising substantially the same or identical claims
Please note that pursuant to CFPB guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error
We trust that this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at *** ***, Monday through Friday, 8:AM to 5:PM, Eastern Time
Sincerely,
*** ***
Customer Advocate
CC: Revdex.com
IMPORTANT DISCLOSURES
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** ***, *** ** ***, or by calling ***Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at ***
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney
-CREDIT REPORTING-
We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at *** *** or toll-free TDD *** ***, or by going to ***You can also contact the CFPB at *** ***, or by going to ***
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate reliefFor additional information and to determine eligibility please contact our Military Assistance Team toll free at ***
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at *** ***, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at *** *** ***, *** ** ***

I had a great experience with Carrington MortgageThere is lots of paperwork as alwaysWith the help of the agents, the process was smoothThey handled everything by phone and were always there to talk to meThe best was they talked to each other to keep up!!! When it came to closing the loan, we had a snow storm and no one could get to my homeEverything had to changeCarrington took care of changing the paperwork and setting up another time (that I pick) for closingThe notary showed up and went through each page with meAll done...I would refer Carrington Mortgage anyone!!!

Carrington Mortgage services made unsubstantiated and unexplained charges of $to my account and I want them taken off

This company has reported to the credit agencies that I am days late at least times the latest 4/7/16, when they received payment every month at the same time since my loan was sold by ***On Feb payment was received of $and the check was cash by CMSThere was increase in my mortgage as a result of an escrow analysis which was conducted on 20151208, provided via mail on after they reported erroneous data to the credit bureausThe increase to $became effective Feb after payment of $Feb which they held and not applied to my account and then reported late in the amount of $They have been paid every month without fail and they continue to report erroneous information to the credit bureaus without consequenceNow my credit score has plummeted from a to a as a result of this depraved Mortgage Company

Carrington Mortgage is billing me for a late fee for the month of November when I wasn't late I've called Carrington Mortgage and spoke with the customer service team and gave the same following information " I mailed my payment on 11/15/by Express Mail The payment was signed for by Carrington Mail room on 11/16/ I'm not officially later until after the 16th of every month I even enclosed a detailed letter and the tracking information , of the Express Mail to Attention:: Geine, Supervisor Fax No ***
I faxed a detailed letter to the fax number given explaining the above and provided a copy of the tracking information Tracking Number: *** (USPS Express Mail - Next Day Service)
The payment was signed for per the Product and Tracking Information: signed by ** *** 10:23AM on Wednesday 11/16/2016, Carrington Mortgage mail room
The late fee should be removed and all information removed out of Carrington system showing I was late

September 28, Original response sent via regular mail *** ** *** *** *** *** *** ** *** RE: Loan
No.: *** File No.: *** Borrower: *** ** *** Property Address: ** *** ***, *** ** *** Dear Mr***: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on September 9, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in your inquiry As we understand your complaint, you are uncertain if CMS legally acquired the servicing rights to your loan from your prior servicerYou go on to say that you have applied for mortgage assistance and that CMS has failed to properly review your mortgage assistance applications, assign you a single point of contact, or advise you about our mortgage assistance eligibility determinationAlso, despite your attempts to make your mortgage payments and bring your account current, you claim that CMS refuses to accept your mortgage paymentsAs a result, your desired resolution is for CMS to approve your loan for mortgage assistance, to allow you to bring your loan current, and to provide you with confirmation on how we obtained the servicing rights to your loan As a preliminary matter, please accept this correspondence as confirmation that the foreclosure proceeding has been placed on holdFurthermore, please be advised that your most recent mortgage assistance application is currently being reviewed by CMS’s Underwriting Department for a mortgage assistance eligibility determinationAs of the date of this letter, we have requested for CMS’s Underwriting Department to expedite their review of your mortgage assistance applicationIf you would like to know the current status with regard to your mortgage assistance eligibility review, we strongly encourage you to contact CMS’s Home Retention Department (“HRD”) at *** ***, Monday through Friday, from 6:00AM to 5:00PM, Pacific Time In response to your claim that CMS failed to assign you a single point of contact, please know that the guidelines set forth by the Consumer Financial Protection Bureau (“CFPB”) require that CMS establish a pool of individuals to serve as a single point of contact and be available to assist borrowers with any mortgage assistance questions or concernsIt is important to understand that the HRD representatives are your assigned team of contact who collectively perform all of the same functions as the individual single point of contactConsequently, CMS respectfully submits that we have designated such a pool of individuals which is in compliance with the applicable loan servicing requirements set forth by the CFPB With regard to your allegation that you have applied for mortgage assistance and that CMS has failed to advise you of the application review process and determination, our records are clear that CMS has properly reviewed all of your requests for mortgage assistance and provided you with clear and timely notices, all in accordance with program guidelines, notifying you of the precise reasons why our office was unable to approve your loan for any mortgage assistanceConsequently, CMS categorically denies the insinuation that we intentionally limited your ability to apply for mortgage assistance and reject any indication that CMS failed to review your applications pursuant to program guidelinesFor your reference and review, attached hereto as Exhibit “A” please find a copy of all of the notices that CMS sent you advising you of our mortgage assistance eligibility determination As it pertains to the service transfer, please note that the servicing of your loan was transferred from *** ** *** ***(“***”) to CMS on or about April 2, For your information, servicing rights arise at the time the loan is originated, but such rights are commonly bought and sold in the marketplaceWe respectfully submit that CMS purchased the servicing rights to your loan legally and in compliance with all applicable lawsAt the time of the service transfer your loan was contractually current and due for the April 1, mortgage paymentIn connection with the service transfer, please be advised that *** sent you a Notice of Servicing Transfer (“Goodbye Letter”) on March 12, The Goodbye Letter was sent to your mailing address at *** *** ***, *** ** ***For your reference and review, a copy of the March 12, Goodbye Letter is attached hereto as Exhibit “B” Thereafter, CMS sent you a Notice of Servicing Transfer (“Hello Letter”) on April 6, The Hello Letter was also sent to your mailing address at *** *** ***, *** ** ***For your reference and review, a copy of the April 6, Hello Letter is attached hereto as Exhibit “C”The purpose of the Hello Letter was to also advise you that CMS would start collecting your mortgage loan payments effective April 2, and to advise you that your prior servicer, ***, would no longer accept payments received from you after April 1, Additionally, the Hello Letter made you aware that, pursuant to federal law, CMS would not assess any type of late fee or report any delinquency for the first sixty (60) days following the effective date of the service transferAlso included in the Hello Letter was your new CMS account number, the address to submit the monthly mortgage payments, the address to our Customer Service Department, and the phone number to our Customer Service DepartmentLastly, the Hello Letter also enumerated the various payment methods available to you and it included the processing fee for each method (if applicable), instructions on how to complete your payment, and instructions on how to create your online account on CMS’s website Subsequently, CMS sent you a Notice of Sale of Ownership of Mortgage Loan (“NSOML”) on April 9, The NSOML was also sent to your mailing address at *** *** ***, *** ** ***For your reference and review, a copy of the NSOML is attached hereto as Exhibit “D”The purpose of the NSOML was to advise you, as required by federal law, that ownership of the mortgage loan had been sold, transferred or assigned to a new creditorMoreover, the NSOML confirmed that your loan was sold on April 2, and that your new creditor was CMS Furthermore, the NSOML reminded you that CMS was also your new servicer and provided you with a contact number and a scope of responsibilities that CMS would handleSpecifically, you were made aware that CMS would handle the ongoing administration of your loan which would include receipt and processing of payments, resolution of payment-related issues, and answering any other inquiries you may have regarding your loanAdditionally, the NSOML further explained that the transfer of the lien associated with your loan would be recorded in the public records of the local County Recorder’s office for the county or local jurisdiction where your property is located Regarding your allegation that CMS refused to accept your mortgage payments, on March 29, 2016, our records indicate that CMS sent you a Notice of Intent to Foreclose (“NOI”)The purpose of the NOI was to advise you that your loan was in default and due for the January 1, through March 1, mortgage paymentsAdditionally, the NOI advised you that in order to cure the loan delinquency a payment in the amount of $1,was required Furthermore, please note that the NOI also advised you that subsequent payments, late charges, and other fees would be added to the reinstatement amount as they became due and assessed to your loanPlease be further advised that the NOI is a system generated letter that is issued for every loan that has become past due for more than thirty-one (31) days and is required by law prior to any initiation of a foreclosure proceedingLastly, please note that CMS’s intent in providing customers with an NOI is solely to comply with applicable law, attempt to make arrangements to resolve the delinquency, and to provide our customers with information regarding the consequences if they fail to cure their delinquencyFor your reference and review, attached hereto as Exhibit “E” please find a copy of the NOI that CMS sent you on March 29, Notwithstanding CMS’s correspondence advising you about your loan delinquency status and the total amount required to bring your account current, our records do not indicate that we received a payment for the total amount required to reinstate your account or that you called our HRD to establish an acceptable payment arrangement planAs a result, CMS returned your payments received on April 25, and May 12, because the total amount of your payments was short of the total amount required to cure your loan delinquencyThat said, CMS respectfully rejects any insinuation that we intentionally limited your ability to pay the total amount required to reinstate your account and bring your loan current Based on the foregoing investigation and review of your account, our records are clear that CMS has addressed all of your concernsMoreover, our records are also clear that CMS has not engaged in any type of illegal activity or predatory practices, has abided by all federal and state laws, has properly reviewed all of your requests for mortgage assistance pursuant to applicable laws and program guidelines, and has legally acquired the servicing rights to your loan from your prior servicerNevertheless, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaintIf you want to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at *** ***, Monday through Friday, from 8:00AM to 8:00PM, Eastern TimeYou can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** ***, *** ** *** or fax your correspondence to *** ***. We trust that this communication addresses all of the concerns noted in your complaintIf you have any further questions, please contact the undersigned at *** ***, Monday through Friday, from 8:00AM to 5:00PM, Pacific Time Sincerely, *** ** *** Customer Advocate CC: Revdex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** ***, *** ** ***, or by calling ***. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/ -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney-CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at *** *** or toll-free TDD *** ***, or by going to ***You can also contact the CFPB at *** ***, or by going to *** -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at *** -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at *** ***, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at *** *** ***, *** ** ***

August 24,
*** ** ***
*** ** ***
*** *** *** ***
*** ** ***
RE: Loan No.: ***
Primary Borrower: *** ** ***
Co-Borrower: *** ** ***
Property Address: *** *** *** ***, *** ** ***
Complaint I.D
No.: ***
Dear Mrand Ms***:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on August 9, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in the inquiry
As we understand your complaint, you express dissatisfaction that CMS has required you to remit payments in the form of certified funds after two of your mortgage payments were returned unpaid due to you accidentally entering incorrect banking information into CMS’s online payment systemIn support of your complaint, you point out that a CMS representative accepted a phone payment from you despite the fact that a certified funds flag was placed on your loanYou also state that your concern was escalated to a CMS supervisor; however, she was unwilling to remove the certified funds flag from your loanYou are requesting CMS to remove the certified funds flag from your loan and allow you to resume making online payments as it is inconvenient for you to make certified payments to CMS
At the outset, please note that the servicing of your Veteran’s Administration (“VA”) insured loan was transferred from *** ** *** *** (“***”) to CMS on April 2, On April 6, 2015, CMS issued you a Notice of Service Transfer (“Hello Letter”) notifying you of the service transfer to CMSAt the time of the service transfer your loan was contractually current and showing due for the April 1, mortgage paymentCMS has verified that your loan has remained contractually current and that you began making no-cost online mortgage payments to CMS via its Loan Servicing Website (“LSW”) in June
As you know, CMS received timely and successful online mortgage payments from you through the month of December and in each of the online payments you processed via the LSW, you provided CMS with banking information directing payments to be debited from your checking account held with *** *** *** *** (“***”)A review of our records found that on January 2, 2016, you accessed CMS’s LSW and made another no-cost online mortgage payment in the amount of $1,which was initially applied to your January 1, mortgage paymentSimilar to each of the prior online mortgage payments, you provided banking information directing CMS to debit your checking account held by ***
On or about January 12, 2016, CMS was notified that your January 2, online payment was returned by your banking institution due to nonsufficient fundsOn January 13, 2016, CMS contacted you in an effort to collect the January 1, mortgage paymentThat day, you notified the CMS representative that you replaced the January 1, mortgage payment by making a new payment to CMS via its no-cost online payment systemLater that day, CMS received and applied the new online payment to your January 1, mortgage paymentCMS has confirmed that when making this payment, you again directed the payments to be debited from your checking account held with ***
Over the following five months, CMS continued to receive timely mortgage payments from you via its no-cost online payment systemSimilar to each of the prior online mortgage payments, you provided banking information directing CMS to debit your checking account held by ***On June 4, 2016, you accessed CMS’s LSW and initiated a new online payment in the amount of $1,While entering your banking information, you provided CMS with a valid routing number for a valid checking account held with *** *** *** (“***”)This payment was initially applied to your June 1, mortgage payment
Then, on June 6, 2016, CMS received another online mortgage payment from you in the amount of $1,After reviewing the payment information you entered, CMS has confirmed that you directed the payments to be debited from your checking account held with ***That day, CMS applied the $1,to satisfy your July 1, mortgage paymentAlthough you did not personally notify CMS that the June 4, mortgage payment would be returned, CMS was notified by *** that your June 4, payment was returned unpaid due to nonsufficient funds, which brought your account due for the July 1, mortgage payment as of June 13,
CMS would like to take this opportunity to notify you that it is CMS’s policy to require payments be made via certified funds for a period of one-hundred and eighty days (six months), if two mortgage payments made on a loan are returned unpaid within a six month periodBecause the January 2, and June 4, online payments were both returned unpaid, a flag was placed on your loan requiring you to make payments to CMS in the form of certified funds for the following six monthsCMS apologizes for any inconvenience that this policy may have caused you; however, this policy is in place to prevent customers from forestalling default by initiating payment transactions from accounts with inadequate funds availableCMS’s policy seeks to ensure that customer payments do not continue to be returned unpaid, resulting in nonsufficient funds fees being charged by a consumer’s financial institution and placing additional administrative burdens on CMS
On July 5, 2016, you contacted CMS and explained that you were experiencing difficulty making payments via CMS’s online payment systemApparently, the CMS representative with whom you spoke at that time did not identify that your loan was updated with a certified funds flag that prevented you from making online mortgage payments, and in an effort to assist you, the CMS representative received approval from a CMS supervisor to process a no-charge telephone payment in the amount of $1,which was applied to your July 1, mortgage payment later that same day
On August 8, 2016, you contacted CMS and again explained that you were having difficulty making payments via CMS’s online payment systemThe CMS representative identified that you were required to remit payments to CMS in the form of certified funds because two of your mortgage payments were returned unpaid within a six month periodBecause you were dissatisfied with the information provided to you, you requested that you call be transferred to a CMS supervisorDuring that conversation, the CMS supervisor reiterated that it was CMS’s policy to require mortgage payments be made in the form of certified funds for a six month period once two payments were returned unpaid within a consecutive six month period
Please be advised that there are multiple methods to remit payments to CMS in the form of certified funds, such as *** *** and ***, both of which charge a fee for delivering same day payments to CMSBecause you stated that you could not afford to pay additional fees to send funds to CMS, the CMS supervisor notified you of the option to purchase a money order from the post office for a minimum cost and informed you that the money order could be mailed to CMSAgain, CMS sincerely apologizes if you felt that information provided to you by CMS was inappropriate as CMS’s intention was to provide you with alternate low cost methods to remit mortgage payments to CMS in the form of certified fundsIn light of the above, CMS respectfully declines your request to remove the certified funds requirement from your loan at this time
Please be advised that the last payment CMS received from you was on August 12, in the amount of $1,and that payment was applied to your August 1, mortgage payment the same dayAs of the date of this letter, your loan remains contractually current and is showing due for the September 1, mortgage payment in the amount of $1,Attached for your reference are copies of your loan payment history and the loan servicing system payment codes and definitions
Finally, please note that pursuant to Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error
Based on the foregoing, we believe the record is clear that because two of the mortgage payments you remitted to CMS in a six month period were returned by your banking institution as being nonsufficient, CMS updated your loan with a flag that required you to remit payments to CMS in the form of certified funds for a six month periodShould you wish to further discuss any aspect of your loan, we encourage you to contact CMS’s Customer Service Department at *** *** for further assistance
We trust that this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at *** ***, Monday through Friday, 8:AM to 5:PM, Eastern Time
Sincerely,
*** ***
Customer Advocate
CC: Revdex.com
IMPORTANT DISCLOSURES
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** ***, *** ** ***, or by calling ***Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney
-CREDIT REPORTING-
We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at *** *** or toll-free TDD *** ***, or by going to ***You can also contact the CFPB at *** ***, or by going to ***
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate reliefFor additional information and to determine eligibility please contact our Military Assistance Team toll free at ***
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at *** ***, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at *** *** ***, *** ** ***